What are the theories of humanized hotel management? . What is the 6r of hotel green management and green marketing?

In 1980s, when China hotel industry just started to learn from foreign counterparts, there was a time when an old management theory was popular, that is, the relationship between managers and employees could be a cat-and-mouse relationship. It didn't matter at that time when I knew nothing. Looking back 20 years later, it is really the sorrow of a etiquette country. Fortunately, this view has been corrected, but there are still some residual poisons that have not been eliminated. There is no doubt that people are equal in personality. Even if there is a relationship between management and being managed at work, it does not contain fear and hostility, and this relationship only accounts for a part of interpersonal relationships, as well as thinking, learning and life. Once managers treat themselves as cats and employees as mice, the communication between them will end, and the embarrassment and trouble at work will begin immediately, and both sides will enter a rigid state. At present, there are still quite a few managers who believe that even the wrong subordinates must carry out my instructions. This is an over-emphasis on one's own authority, which makes sense on the surface, but actually damages the harmony with employees. Both sides clearly know that this practice is wrong, and you want him to carry it out. Why do you want to show your authority so sharply? Even if the subordinate carries it out, he will certainly look down on you in his heart. Your so-called authoritative image has not risen, but has declined, leaving a shadow for future work. Under normal circumstances, the relationship between managers and employees should be intimate, friendly, respectful and supportive. Under the constraints of store rules and regulations, this relationship should be continuously consolidated and developed, which is an important prerequisite to ensure the normal development of all work. It is not difficult to establish and develop this relationship. The initiative is in the hands of managers, that is, whether you have affinity or not. Affinity is a kind of power to attract each other through one's words and deeds. You can't see or touch it, you can only feel it. Formed in two aspects. One is personality. Born an optimist, he loves to associate with others and has no scruples about emotions. I show you the real me, so that I can get everyone's recognition and support. The second is intentional. Because I realized the importance of this power, because of the need of work, I approached everyone consciously and purposefully, approached everyone, and did practical things for everyone with a sincere heart, thus making up for my personality incompatibility and finally winning everyone. This kind of gravity is easy to form, and it is not easy to form. It is easy when you are interested, but difficult when you are not interested. Some managers say that I was born with this personality and can't change it. It's also very simple. If you can't change, you won't adapt to this position. It's not done well Management is a science that must be studied and changed. The factor that affects the affinity of managers is majesty. Some managers always cling to their own dignity, can't put down airs in front of employees, and consciously or unconsciously guard that reserve, which has caused great obstacles to the formation of their affinity, but it is actually unnecessary. Employees obey not only your face, but management ability and integrity.

Second, define the scale of strictness and goodness.

A hotel can't move without strict management rules, but it is too strict, which is not conducive to employees serving customers with a happy mood. We should attach importance to both, and the latter seems to better embody the essence of humanized management. Take a way to deal with employee violations. When an employee saw the discarded half bottle of wine, he felt very sorry. He thought that the hotel had always disliked it and brought it out on a whim, and the result was investigated. The same thing, some hotels are very strict, they are all expelled, even if they bring out a needle. And some hotels don't. They pay compensation and fines according to the value of the goods they bring, and give warning, demotion or even dismissal according to the nature of the mistakes they make. The punishment is clear and the scale is appropriate. It gives a chance to correct mistakes and prevent a person from being laid off casually. This is especially valuable in today's severe employment situation, which makes employees who have made mistakes and employees who have not made mistakes very moved: people can't make mistakes, and hotels give them opportunities. If they don't correct and work hard, they can't say anything. This is the result of kindness. It not only benefits people who make mistakes, but also lets people who don't make mistakes know the good intentions of humanized management of the hotel, thus enhancing the cohesion of the hotel.

Third, decentralization.

The owner delegates power to the general manager, the general manager delegates power to the department manager, and the department manager delegates power to the foreman in charge, and the foreman finally delegates power to the employees, with clear responsibilities and rights. On the surface, it is a procedure of administrative work, but in fact it is an affirmation of everyone's value. You should enjoy these rights in this position. It is very gratifying that people's self-esteem and desires are reflected and satisfied here. When people are happy, their enthusiasm and enthusiasm for work can naturally be imagined. Decentralization has a problem of methods and skills. Some bosses are good at getting their subordinates to do things. In addition to the successful completion, their subordinates are in a happy mood, very happy and even honored, and want to do the second and third thing. Some are not. Don't trust, don't encourage, always love to use critical eyes, this won't work, that won't work, so it's embarrassing for subordinates. Over time, their enthusiasm will be lost and there is no way to support each other. On the surface, this problem is improper working methods, but the essence is that we have not learned to manage according to the requirements of human nature, that is, we often compare people's hearts with ourselves. Everyone has a vain heart. If you meet it in time, encourage it and help it, your work will be different. The power of each level is big and small, and it will not weaken the power of the boss in any way. On the contrary, it is of great help to improve the enthusiasm of subordinates and coordinate the working relationship between the two levels. If the guest asks for a discount when checking out in the lobby. According to the regulations, he still needs the discount standard of two rooms, so he needs to ask the manager, but the manager is not here. The foreman really wants to call, because according to the housing situation and the interests of long-term guests, he believes that the manager will definitely call, but he is still hesitating for fear of being criticized for exceeding his authority. This is the manager's fault, and they are not required to exceed their authority in some cases. If you explain clearly in advance, the guests will be very happy and the head waiter will have a lot of face. Not only in front of the guests, but also after telling the manager, you will get the trust and praise of the manager. It's really a multi-pronged thing. Do ordinary employees have rights? The answer is yes. A cleaner met a guest and asked to lead the way. The boss stipulated that he could only work in one section. If he goes to other places, he will sign a yellow bill and pay three times in total. Do you think he dares to go? Should I go? The answer is yes, we should satisfy our guests. What about motivation? You can't ignore the rules. It's simple. The boss wants to delegate power. Some people accuse our employees of lacking flexibility and adaptability to emergencies. This is wrong, this is the boss's fault, but the boss didn't delegate.

Fourth, a transparent incentive mechanism.

There are many aspects involving the immediate interests of hotel employees, such as merit evaluation, salary adjustment, promotion and reuse, old-age medical care and other welfare benefits, which are clearly defined and can be handled according to the rules. For those sensitive and flexible things, we must be cautious, operate in the sun, do a good job of investigation, understanding, prevention and explanation in advance, and never let several managers decide together. In a hotel, an employee tried to commit suicide because he didn't do a good job while transferring money to employees. Employees who want to commit suicide themselves are not included in the salary increase, and the wages of different positions are of course different. But employees don't see it that way. Our labor intensity is similar, and the time to enter the store is similar. Why only adjust him and not me? On the one hand, it is full of complaints and no one cares, and on the other hand, it is a well-deserved order. How many problems will not happen? What's important is that this disregard for employees' feelings hurts employees' hearts, makes them feel the warmth and fairness of the hotel, and makes their high hopes for the hotel cold. Afterwards, the employee complained that if the leader gave me an explanation, why did I commit suicide? As long as a person lives, so does his death. Describe the characteristics of human nature incisively and vividly, and our management should also be based on this.

Fifth, give employees more activity space.

A hotel manager greeted the department manager and said that he should be psychologically prepared to divorce his wife. The implication is that my wife can't stand being a hotel without taking care of the house. Managers are like this, so are our ordinary employees. Compared with employees in other industries, they not only have to bear similar labor intensity, but also bear various pressures from service. A slight negligence will not be tolerated by hotels, bosses and guests. Fatigue is determined by facts and nature, but we can relieve stress through work. Stress is harmful, affecting work efficiency and service quality. How to reduce and release is the responsibility of the hotel. Organizing employees to carry out various cultural activities is a good way to release stress. Generally, hotels have a lot of activities when making work plans at the beginning of the year, but they have to make up for the cancellation or postponement for various reasons. Staff activities have many benefits. 1 You can release the pressure in your work and let yourself go to work easily; 2 can cultivate their sense of collective honor and teamwork spirit; 3. Be able to coordinate the relationship between managers and employees, communicate with each other and learn from each other; 4 can show their spiritual outlook and enhance their self-confidence;

Six, make friends with employees

Making friends has three purposes. 1 is an instinctive behavior of human beings to meet the needs of communication; 2. It is the need of work to make the work more pleasant and smooth; 3 is the need to understand people's feelings. What employees think and do in private, what you want to know and what you know have nothing to do with this. Without a certain emotional foundation, you can't achieve your goal. Of course, it can also be obtained through a more standardized system. B&Q (B&Q), Europe's largest warehouse-type decorative building materials chain supermarket, has three unique features in listening to employees' voices. 1 is to hold a "grass-roots meeting" (grass-roots staff meeting) in stores and headquarters once a month, so that employees can have a direct dialogue with senior management; Second, set up a 24-hour free recording telephone for employees to reflect problems; 3. Entrust a professional survey company to conduct employee survey, pay attention to communicate the purpose of the survey in advance and design the questionnaire to be simple and easy to answer. These effective and lasting measures are of great help to the decision-making of the company leadership. There are many ways to make friends. It requires managers to be polite, open-minded and equate themselves with ordinary members. In the canteens of some well-known companies, bosses can often be seen holding tableware and queuing up to buy food like ordinary employees, asking for a table of dishes. This kind of action, which is suspected of "putting on a show", is actually very beneficial. Can be close to employees, can observe people's feelings, and can develop beneficial habits. More importantly, through long-term example, employees can truly feel the respect and care of managers for their subordinates' personality, and he will rise from the bottom of his heart to support and love managers and collectives, thus radiating the greatest enthusiasm for work, which is also the goal that managers should achieve in implementing humanized management.